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ServiceNow Service Request Analyst
NewRocket
posted 1mon ago
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Flexible timing
Key skills for the job
Job Description
- The Service Request Analyst is accountable for managing the daily activities and tasking of the service requests, providing 1st and 2nd line customer support
- Serve as primary contact for the client and ensure that service delivery aligns with company standards.
- Will be responsible for fulfilling service requests or escalating them to appropriate DevOps teams as efficiently as possible
- Ownership of incidents and requests, collaborating with colleagues and clients stakeholders in order to deliver innovative, appropriate and timely solutions.
- Provide efficient resolution of issues, with an excellent user experience as the primary objective
- Point of contact for technical assistance and best-in-class experience for all client requests
- Identifies problems in a timely manner, gathers and analyzes information skillfully; develops alternative solutions and resolves problems in early stages.
Your Experience
- 2+ years experience working ServiceNow ITSM Platform
- Debugging skills
- Knowledge of ServiceNow core platform functionalities, including incident management, change management and service catalog.
- Experience collaborating with multiple groups such as internal business or engineering units, customers, and/or vendors to drive results
- Excellent communication and documentation skills, with the ability to convey complex technical concepts to both technical and non-technical audiences
- Comfortable raising risks & issues to Senior Management
- Ability to delivery high degree of customer satisfaction
- Comfortable working in a matrixed organization
- Comfortable working with ambiguity & change
Education:
- A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience
Employment Type: Full Time, Permanent
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based on 20 employees
Flexible timing
Monday to Friday
No travel
Day Shift
NewRocket Benefits
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